Analyst - XL Center Quality Management
Responsibilities :
- Assess the internal process effectiveness of Management Control System (MCS) in the appointed XL/experience center to ensure that XL/experience center deliver committed quality of customer service excellence.
- Monitor and evaluate the service quality in XL/experience center to ensure that XL/experience center perform well as targeted in key performance indicator and comply with SOP, method & procedures.
- Educate the XL/experience center about the usage of KPI templates to improve service quality.
- Recommend the improvement activities by deliver report of audit and maintain the action log to the appointed XL/experience center to improve service quality.
- Calibrate & validate mystery shopper result by comparing data from vendor with observed result and check list to capture customer experience from XL/experinence Center.
- Bachelor Degree (S1) from any discipline with at least 2 years working experience in Customer Service, Call Center or Walk in Center Operations from Telco or Service Industry.
- MS. Office
- Knowledge in Walk in Center or Operational CS Operational
- Audit & management
- Attention to detail
- Analytical Thinking
- Service quality monitoring tools
- Communication skill
- Reporting skill
Mail -- O-IT
